Title: Contact Center Business Analyst
Location: Essen, Germany
Employment Type: Hybrid | Contract (12 months+)
Who We Are:
Welcome to **** where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of ****, one of Canada's largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, **** enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
We are seeking a dynamic and communicative Contact Center Technical Business Analyst to join our team. In this role, you will work closely with our Data Engineers to deploy and customize CX tools for various use cases within contact center environments. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders. You will be responsible for writing technical requirements and map customer needs, identifying ways to improve tool adhesion and experience.
Responsibilities:
* Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future contact center solutions
* Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization
* Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements
* Configure AI-based applications, including support for Prompt Engineering and report analysis
* Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments
* Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients
* Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs and operational metrics
* Conduct training sessions and create documentation to support the adoption of new tools and processes
* Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights
* Leverage visualization tools and dashboards to represent data and insights
* Promote our products internally, motivating staff and convincing consumers of their value
Requirements:
* Bachelor's degree in Business Administration, Information Systems, or a related field
* 3+ years of experience in business analysis, preferably in a technology-driven environment
* Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences
* Strong analytical and problem-solving skills
* Proven ability with prompt engineering and generative AI tools and chatbots
* Ability to quickly learn and adapt to new technologies and methodologies
* Experience in project management and stakeholder engagement
* Strong interpersonal skills with a talent for building relationships across various levels of an organization
Preferred Qualifications:
* Experience working in or with contact centers
* Understanding of key contact center metrics and operations management principles
* Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
* Previous experience as a product evangelist or in a similar role promoting technology solutions
* Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications
* Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
* Experience with agile methodologies
What Sets You Apart:
* Passion for technology and its potential to transform business operations
* Ability to think like an operations manager while communicating technical concepts
* Enthusiasm for public speaking and giving presentations
* Adaptability to work in a fast-paced, evolving technology landscape
* Commitment to continuous learning and staying ahead of industry trends.